Working toward a better future
Read the full Genesys Fiscal Year 2024 Sustainability Report and learn about how our commitment to sustainability contributes to a better future for our planet.
“As we move closer to achieving our vision of Experience as a Service, with more than 5,700 organizations now realizing the benefits of our award-winning Genesys Cloud platform as of the end of fiscal year 2024, we do so conscious of the persistent challenges climate change and social inequity continue to present for humanity.
Over the past fiscal year, I’m pleased with how we’ve advanced our efforts in each of the Environment, Social and Governance pillars that comprise our sustainability strategy.”
— Tony Bates, Chairman and CEO, Genesys
FY24 At a Glance
Our business
- Billions of remarkable customer and employee experiences
- Over 8,000 customers across 100-plus countries
- More than 55 of the Fortune 100 are Genesys customers
- Over $2.2 billion total revenue in fiscal year 2024
- Total annual revenue over $1.2 billion for Genesys Cloud, an increase of more than 45% year over year
- More than 5,700 Genesys Cloud platform customers
- Strong profitability, delivering high-20s Adjusted EBITDA margin
Our recognition
- A Leader in The Forrester Wave™: Contact Center as a Service, Q1 2023
- Named a leader for omnichannel conversational AI solutions by IDC MarketScape
- Gold Medal Ecovadis Rating
- Great Place to Work certification
Our products
- 1,880 issued and pending patents
- 99.986% availability for the Genesys Cloud™ platform
Our impact
- 12% organic GHG emissions reduction since FY23
- Over 9 million conversations powered by the Genesys Cloud platform for charitable organizations in FY24
Our workforce
- Over 6,200 employees
- 30% women
- 25% underrepresented groups
“One Genesys” is the foundation of our culture
It guides how we communicate, interact with others and define a high-performing team. Learn more about what it’s like to work at Genesys.
Embrace empathy
We demonstrate empathy by cultivating an environment of openness, caring and belonging where we push each other to improve.
Fly in formation
We collaborate to achieve shared goals by operating with agility as a cohesive team — One Genesys.
Go big
We strive as a team to raise the bar on our performance and focus on creating a positive impact in our ecosystem.
“I am so proud of the continued progress we have made over the past three years. We are accelerating sustainability across Genesys through intentional and empathetic leadership.”
— Bridgette McAdoo, Global Chief Sustainability Officer, Genesys
Our sustainability pillars and progress
Three pillars make up our sustainability strategy. We’ve set ambitious goals and monitor key metrics to ensure we stay on track.
Environment
Minimize our impact on the planet
Our 2030 goal:
- Become carbon neutral
FY24 progress:
- Reduced organic GHG emissions 12% compared to FY23
- Achieved LEED Gold certification for R&D center in Budapest
- Made progress toward submitting emissions reduction targets to the Science Based Targets Initiative
Social
Improve people’s lives
Our 2030 goal:
- Power 80 million conversations between charities and people in need
- Have a workforce as diverse as the markets where we work
FY24 progress:
- 30% of leadership roles held by women
- 25% of US employees from underrepresented groups
- 4,700 volunteer hours logged by employees
- Powered over 9 million conversations for charitable organizations in FY24
Governance
Ethical, profitable and resilient practices
Our 2030 goal:
- Maximize availability and compliance
FY24 progress:
- Delivered 99.986% availability in FY24
- Held ESG training for Board of Managers
- Established Enterprise Risk Management program
- 100% of employees completed compliance training
Genesys Cloud operations are now carbon neutral*
The operations of Genesys Cloud are carbon neutral as of fiscal year 2025 — a milestone achieved through customer access expansion to more energy-efficient cloud services and our investment in carbon credits to cover residual emissions.
Genesys annual emissions
Goal: carbon neutral by 2030
“Annual emissions” means Genesys Scope 1, Scope 2, and Scope 3 emissions identified, estimated, and quantified to date. Scope 2 data is location-based. In fiscal year 2024, Genesys revised its baseline year from fiscal year 2021 to fiscal year 2022 to minimize the influences of the global COVID-19 pandemic on our metrics and better reflect business operations as usual at that time. Genesys continues to refine its GHG accounting methods and anticipates these calculations will fluctuate as a result.
See the Genesys Fiscal Year 2024 Sustainability Report for additional information.
Information disclosed pursuant to California AB 1305 is available in our 2024 Sustainability Report, Apex greenhouse gas emissions verification statement and Genesys Offset Disclosure.
Hear from our Genesys Sustainability Ambassadors
Genesys Sustainability Ambassadors have taken steps to integrate sustainable practices into their behaviors — and they actively engage fellow employees to do the same. Here are a few examples of our Sustainability Ambassador community in action:
“Measuring your consumption creates awareness and saves energy and money.”
— Peter Meert, Senior Solutions Consultant, EMEA, Genesys
Community engagement
Volunteering and giving in the communities where we are located, while also strengthening our corporate culture
Reskilling and awareness
Leveraging our workforce skill set to train underserved communities, opening up future opportunities in STEM and upskilling our own employee population
“I am passionate about living in an environmentally responsible way and I couldn’t wait to join a group of like-minded colleagues.”
— Lauren Miller, Business Consultant, Global SBCS and IND, NA, Genesys
Crisis
Providing critical support to the communities where our employees, customers and partners reside during times of disaster or crisis
“We volunteer for Heartfulness Institute. This helps people to develop spiritually, and in turn, think to avoid wasting material resources.”
— Hariharan Nagarajan, Sr. Technical Support Engineer, APAC, Genesys
Product for good
Embedding sustainability into the technology and services we provide, so they serve societal needs and benefit the environment
We are aligned with United Nations Sustainable Development Goals
The United Nations created the Sustainable Development Goals (SDGs) as a blueprint for promoting prosperity and protecting the planet. Its 17 goals and 169 corresponding targets complement six of our sustainability goals and priorities.
See the Genesys Fiscal Year 2024 Sustainability Report for additional information.
Putting AI ethics principles into practice
Genesys uses artificial intelligence (AI) to deliver empathetic experiences for customers and employees at scale. AI and automation tools make contact center agents’ jobs easier — growing customer loyalty and boosting revenue along the way. Over the past year, new forms of AI, including large language models (LLMs), have received significant interest because of the exciting possibilities and ethical questions they present. Genesys is committed to ensuring our AI technology is built, used and applied in ways that are responsible and fair.
Our AI and ethics guidelines align with our core values. Our guidelines include:
We believe it’s critical that the endless value creation opportunities AI offers are considered together with empathy toward users (both customers and agents). We also believe that applications of AI must provide a sufficient level of transparency; measure and reduce bias where possible; and build on privacy as a core principle.
Our efforts toward ethical AI have resulted in the creation of a cross-functional Genesys AI Ethics Board, which is responsible for the Genesys AI governance framework and tasked with ensuring that we, as a company, are ahead of the rapidly evolving AI regulations worldwide. This proactive approach has proven very effective — especially in light of recent growth in the popularity of LLMs through applications like ChatGPT, which raise many key questions about AI ethics, handling personal data and explainability.
Balance value creation with empathy
Genesys is committed to ensuring the needs of our stakeholders, end customers, agents/employees and businesses are well understood and considered throughout the value-creation process and across our product portfolio.
Incorporate privacy design principles
Genesys is committed to the core principles of privacy by design, protecting an individual’s right to privacy from the outset.
Understand and reduce bias
Genesys is committed to understanding and reducing bias in AI models to support ethically fair decision-making.
Be transparent
Genesys is committed to ensuring stakeholders understand the underlying decision-making processes.
Using our products for good
One way we have a positive impact on society is through helping people in acute crises get the help they need, when they need it. That includes the National Society for the Prevention of Cruelty to Children (NSPCC), the leading UK children’s charity. NSPCC relies on 1,300 part-time volunteers across 12 service centers, who come online at different times of the week. Its legacy infrastructure made it difficult to manage these short-shift work patterns, offer the digital channels children preferred, integrate case management and other back-office systems, and answer every call as volume increased.
Today, a Genesys contact center seamlessly blends calls, email and web chat. It also integrates with Zoom recording and a Microsoft Dynamics CRM system, and ensures the right people are in the right place at the right time to help.
Supporting inclusive communities
Our employee-led inclusion groups create and foster supportive communities within the workplace. These groups come together to promote a common cause, build community and increase cultural awareness across our company. Our inclusion groups are:
These partnerships help strengthen local economies, increase our diverse talent pipeline, and help us reach our goal to power a total of 80 million conversations between charities and people in need by the end of FY31.
About Our Sustainability Report
The metrics on this page are excerpted from our fiscal year 2024 sustainability report, which includes updates on our sustainability strategy, performance, and related metrics, and should be read in conjunction with the full fiscal year 2024 sustainability report, covering the period from February 1, 2023, to January 31, 2024, with additional information on activities, where appropriate, through July 2024. Unless indicated or the context requires otherwise, all metrics cover our fiscal year 2024.
The goals and projects described on this page and in our sustainability report are aspirational; as such, no guarantees or promises are made that these goals and projects will be met or successfully executed. Furthermore, data, statistics and metrics included on this page and in our report are non-audited estimates, not prepared in accordance with generally accepted accounting principles (GAAP), continue to evolve and may be based on assumptions believed to be reasonable at the time of preparation, but should not be considered guarantees and are subject to future revision.
Genesys Cloud Operations Neutrality Statement*
Genesys calculates the annual emissions from the operations of Genesys Cloud based on (i) the estimated annual emissions from Genesys Cloud AWS usage and its internal IT computing on AWS using the AWS Customer Carbon Footprint Tool, plus (ii) the estimated annual emissions of Genesys Cloud Edge devices which manage connections between phones, SIP trunks, telephony gateways, Genesys Cloud, and 3rd party systems. We plan to apply carbon credits purchased from Rubicon Carbon against these annual emissions, resulting in a carbon-neutral footprint for our Genesys Cloud operations. ”Emissions from Genesys Cloud AWS usage“ include direct emissions from operations and indirect emissions from producing the electricity used to host Genesys Cloud. Emissions from all commercial agreement types (i.e., cloud, subscription, and license) are included. Emissions from research and development performed on AWS platforms, such as development, testing, and demo systems, are included. Emissions from electricity from use of third-party tools, hardware used by developers, and upstream activities such as R&D-related travel are excluded. Emissions from reselling telecommunications services are excluded. Emissions from software integrations resulting from Genesys’ acquisitions are included once their systems are internalized on AWS.
Forward-looking statements
Statements of future events or conditions on this page, including those that concern future circumstances and results and other statements that are not historical facts and are sometimes identified by the words “may,” “will,” “should,” “potential,” “intend,” “expect,” “endeavor,” “seek,” “anticipate,” “estimate,” “believe,” “could,” “project,” “predict,” “continue,” “goal,” “target” or other similar words or expressions, are forward-looking statements. Forward-looking statements are based upon current plans, estimates and expectations that are subject to risks, uncertainties and assumptions. Should one or more of these risks or uncertainties materialize, or should underlying assumptions prove incorrect, actual results may vary materially from those indicated or anticipated by such forward-looking statements. The inclusion of such statements should not be regarded as a representation that such plans, goals, targets, estimates or expectations will be achieved.
Important factors that could cause actual results to differ materially from such plans, goals, targets, estimates or expectations include, among others: changes in economic, political and business conditions; pandemics, global hostilities, natural disasters or other significant events that disrupt normal business operations or other events beyond our control and actions by governments, businesses and individuals in response to the situation; technological advances or innovation; mergers and acquisitions or significant business model changes; unexpected delays, difficulties and expenses in executing against our goals set forth on this page or in the report; and changes in laws or regulations, including those related to climate initiatives. The forward-looking statements on this page and in the report are made as of the date of the FY24 Sustainability Report, unless otherwise indicated. We undertake no obligation to update these forward-looking statements to reflect subsequent events or circumstances.
